We are committed to helping you have an incredible experience and incredible products. Please see below for info on shipping, exchanges, returns, products, and more. If you do not find the info you need, please shoot us a note at email@example.com.
Is my gift guaranteed to be delivered by December 25th?
With heavy shipping delays expected this year, we recommend placing your order as early as possible.
For Free Shipping (3-7 Business Days), we recommend placing your order before 12 PM ET (noon) on Wednesday, December 15th. Please include 1 business day for the order to process before shipping.
For Expedited Shipping (2 Business Days), we recommend placing your order before 12 PM ET (noon) on Tuesday, December 21st. Please include 1 business day for the order to process before shipping.
After 12 PM ET (noon) on December 21st, only E-Gift Cards are guaranteed delivery by December 25th.
I’m getting this as a gift, but what if they don’t like it?
No problem! We offer complimentary retailoring and returns. For retailoring, have them reach out to firstname.lastname@example.org with the product they’d like reformulated, and either the order number or the purchaser’s email address associated with the order. For returns and refunds, they can reach out to the same email address. Refunds will be returned to the original payment method, and we do not offer store credit. If the order was bought with a physical gift card or e-gift card, the amount will go back to the gift card. Physical gift cards and e-gift cards themselves are not refundable.
How do I edit or cancel an order?
We process orders quickly, so we’re unfortunately unable to cancel or make edits to orders that have been placed. That said, feel free to shoot us an email at email@example.com and we can help get a return and refund set up for you.
How do you tailor my products through the quiz?
We use your body chemistry and lifestyle information to get to know you and identify your needs and preferences, and our proprietary tailoring algorithm recommends you the perfect products based on study-backed research and thousands of different guys who helped to test our formulas. And our team makes sure to oversee every order to ensure that your Hawthorne products are perfectly tailored for you.
Will the quiz recommend me products that I'll love?
Our tailoring algorithm has over 97% accuracy, and we stability test all of our formulas for at least 12 weeks before making them available to you through our quiz. That way, we can assure you that your Hawthorne products will have you looking, feeling, and smelling your best.
What if I’m not happy with my products?
We stand by our products and customers, and we don’t rest until you’re fully happy with your Hawthorne. That’s why we guarantee 100% satisfaction. Let us know if you don’t like your Hawthorne, and we will retailor your products based on your feedback for free and pay for the shipping — just be sure to reach out within 30 days of receiving your order. Email us at firstname.lastname@example.org to get the process started! Please note that the free retailoring and exchange window does not apply for reorders, subscription replenishments, physical gift cards, trial sets, and e-gift cards.
Will I be able to return it?
If you prefer a return, we can set you up with a full refund within the first 30 days of receiving your order. Just email us at email@example.com to get the return process started. We’d love to hear your feedback, too. Please note, we do not accept returns for reorders, subscription replenishments, physical gift cards, trial sets, and e-gift cards.
How long does the replacement, return, or exchange process take?
For replacements, once we ship your new item, you should receive it within 3-7 business days. We expect the exchanged item back within 14 days of your replacement item arriving.
For returns, once we receive your returned item, we will issue a refund to your original form of payment. The funds can take up to 3 business days to show up in your account.
Can I make a change to my intro trial order?
We’re committed to making sure you have an incredible experience. For all questions regarding intro trial orders, please visit our Intro Trial FAQs page.
Do you have e-gift cards?
Yes we do - and physical gift cards. You can find them at hawthorne.co/gift-cards - thanks for thinking of us! Please note, e-gift cards and gift cards cannot be used towards subscription renewals.
Are your products safe and clean?
All of our products are sulfate-free, paraben-free, silicone-free, phthalate-free, talc-free, and aluminum-free.
Are your products cruelty-free?
We are proud to say that all of our products are cruelty-free. We do not test on animals, and we do not use animal-derived products. We let the animals be in peace.
Body wash or bar soap - which is better?
It is largely personal preference! Both get the job done. In broad terms, body wash is generally kinder on sensitive skin, since soap as an ingredient works by stripping all dirt and oils from your skin. Thus, some people may find the bar soap to be a little drying. We utilize ingredients like shea butter, coconut oil, and almond oil, though, in our bar soap formulas to make sure you get the nourishing and moisturizing experience your skin deserves.
Do you have an antiperspirant?
We do not because some studies have linked the main ingredient in antiperspirant, aluminum, to cancer. We strive to deliver you clean products and thus do not currently offer an antiperspirant. Instead we utilize witch hazel in our formulas, which is a natural and clean alternative to aluminum: it is antibacterial, anti-inflammatory, and it gently constricts your skin acting to reduce sweat. If you feel strongly about needing an antiperspirant, please shoot us an email at firstname.lastname@example.org as we are always open to feedback.
Where are your products made?
All of our formulas are proudly made in the U.S. in the top product labs.
What does it mean that you have “high quality” products?
According to industry standards, the average department store fragrance sold today has a $30-$50 cost per kilo budget for the ingredients that go inside the bottle. Hawthorne spends $400-$500 per kilo on our fragrance oil, so that we can use only the best ingredients. That way our award-winning perfumers have a full palette of materials to work with when creating your fragrances.
Similarly, we work with the top personal care product labs to create our bathroom products. We sourced these labs across the United States by finding the creators behind some of our favorite formulas for both niche and luxury brands. Even more, we made sure to give these labs an ever larger budget on the formulas so that they can use even higher quality ingredients than those high-end brands we love, so that, in turn, we can be sure we’re getting you only premium quality products.
What awards have your "award-winning perfumers" won?
Olivier, Rodrigo, and Quentin are superstars and legends in the fragrance world. They've won the Fragrance Foundation's Fragrance of the Year award over a dozen times, as well as the Fragrance Foundation Hall of Fame award. They also design fragrances for top selling luxury and niche brands.
Where do you ship?
We currently ship to the continental U.S., Hawaii, and Alaska only. At this time, we don’t ship internationally or to the U.S. territories, but shoot us an email at email@example.com with your country, and we'll work to get it on our map! Due to shipping restrictions, orders containing Foaming Shave Gel are unable to be shipped to Hawaii, Alaska, or APO/FPO/DPO addresses.
How fast do you ship?
We start working on your order as soon as you place it, so we can get it in your hands as soon as possible. Regular shipping takes 3-7 business days from when the order is placed. Express shipping takes 2 business days starting the day after you place your order. Due to shipping restrictions, orders containing Foaming Shave Gel are not eligible for express shipping.
What does shipping cost?
Shipping is free for all orders that include at least one subscription item, as well as for orders over $25 at Hawthorne. Otherwise shipping costs $5 for regular (3-7 business days). Express shipping via 2 business day service costs $10.
Where is my order confirmation & shipping confirmation email?
You should receive your order confirmation email a few minutes after you place your order. If you don’t, please check your junk/spam filter. Gmail and other email providers sometimes put it there, because they don’t want you to be your best self ;)
Shipping confirmation emails with tracking numbers typically arrive via email within 1-3 business days after the order has been placed. Please allow carrier 24 to 48 hours to update your tracking.
If you have any questions, email us at firstname.lastname@example.org.
Can I check my e-gift card balance?
Absolutely - shoot us an email at email@example.com, and we'll check for you!
How do I manage, change, or cancel my subscription?
You can manage your subscriptions at hawthorne.co/account/subscriptions. There you will be able to change your subscription cadence, change your next ship date, and pause your subscription.
Before we send you any subscription renewal shipments, we always email you beforehand to let you adjust or cancel your subscription before it ships. If you'd like to permanently cancel a subscription, shoot us a email at firstname.lastname@example.org any time before we ship your renewal order, and we’ll make sure any subscriptions you want cancelled are done so. If your renewal order has already been shipped, we can cancel your subscription to make sure you don't receive any additional renewal orders.
Any other questions?
Email us at email@example.com and we'll get you an answer!